Service Level Agreement
Last updated
When something breaks, your status page is where your customers go first. That's why we commit to keeping Instatus up, publish our own uptime, and give you credits when we fall short. This SLA is part of our Terms of Service.
Our commitment
| Plan | Monthly uptime commitment |
|---|---|
| All paid self-serve plans (Pro, Select, Private Pro, Business) | 99% |
| Enterprise | 99.99%, or as set out in your Order Form |
Free plans and trials are not covered by this SLA.
What counts as uptime
"Uptime" is the percentage of minutes in a calendar month in which the Service is available. The Service is unavailable when, for reasons within our control, your status page can't be loaded by visitors, or the dashboard or API returns server errors to all requests, for at least one full minute.
We measure availability from multiple locations with independent monitoring and publish it on our own status page at instat.us.
Exclusions
These don't count as downtime:
- scheduled maintenance announced on instat.us at least 48 hours in advance;
- problems caused by you, your users, your equipment or your configuration, including DNS settings for custom domains;
- problems with third-party services you connect, such as email, SMS or chat providers, or your own webhook endpoints;
- delays in delivering notifications once they have been handed to the recipient's provider;
- suspension under our Terms of Service or Acceptable Use Policy;
- beta, preview or early-access features; and
- events beyond our reasonable control, as described in the Terms of Service.
Service credits
If monthly uptime for a paid plan falls below its commitment, we credit your account with 10 times the hourly cost of your plan for each day in that month that had more than 5 minutes of downtime. Credits for a month can't exceed what you paid for that month.
We apply credits automatically to your next billing cycle. If you think we missed one, email support@instatus.com within 30 days of the end of the month. Credits are not refundable as cash, except when you cancel and are owed a refund under our Refund Policy.
Service credits are your sole remedy for missing the uptime commitment, unless your Order Form says otherwise. Repeated failures may still be a material breach under the Terms of Service.
Changes
We may update this SLA with notice as described in our Terms of Service. We will never lower the uptime commitment for your current paid term. Changes are recorded on our policy updates page.
Questions
Email support@instatus.com and we'll be happy to help.